research report Consumer expectations in relation to 3 and 6 multiplex digital terrestrial television coverage prepared for by Dr Jonathan Freeman Dr Jane Lessiter i2 media research ltd. Department of Psychology Goldsmiths, University of London New Cross, London, SE14 6NW Tel: 020 7919 7884 Fax: 020 7919 7873 Email: [email protected] 24th February 2009 i2 media research ltd., Goldsmiths, University of London. New Cross, London. SE14 6NW, UK tel: (+44/0) 20 7919 7884; fax: (+44/0) 20 7919 7873; email: [email protected] Registered in England. No. 4335734. VAT Registered in the UK: 813463150 Contents Executive Summary.....................................................................................................................i 1. Introduction ....................................................................................................................... 1 2. Results in relation to research questions.......................................................................... 3 2.1. Consumer expectations of 3 and 6 multiplex DTT coverage ................................... 3 2.1.1. Relatively low ranking of 3 and 6 multiplex coverage as an issue ...................... 3 2.1.2. Consumer understanding of the impact of different levels of coverage .............. 5 2.1.3. Understanding of the reasons for different levels of DTT coverage .................. 10 2.1.4. Reactions to the official explanation for different levels of coverage................. 15 2.1.5. What are consumer reactions to choice and fairness?...................................... 17 2.1.6. Consumer reactions to potential future changes ............................................... 21 2.1.7. Consumer information sources about 3 and 6 multiplex coverage ................... 23 2.1.8. Was there any evidence of a political campaign? ............................................. 26 2.1.9. Consumer attitudes to information provision ..................................................... 27 2.2. Consumer views of implications of receiving only the 3 PSB multiplexes ............. 28 2.2.1. A reason to choose Sky..................................................................................... 29 2.2.2. Concerns about cost of subscription TV services (Sky) .................................... 29 2.2.3. Enjoying Sky content, reluctance to lapse......................................................... 29 2.2.4. Low awareness of Freesat................................................................................. 30 2.2.5. Low availability in area of triple play from Sky................................................... 30 2.2.6. Cost the key consideration (for non pay-TV households).................................. 31 2.3. Considerations for appropriate messaging about 3 and 6 multiplex coverage...... 33 2.3.1. Many formal communications not read or processed........................................ 33 2.3.2. Most participants had not researched their options........................................... 33 2.3.3. Sky customers’ low awareness of DTT availability with switchover .................. 34 2.3.4. Poor understanding of responsibility for switchover .......................................... 35 2.3.5. Many do not replace their TV products frequently............................................. 35 2.3.6. Need for transparency (note risk of angering many) ......................................... 36 2.3.7. Concise, accurate and simple messaging ......................................................... 36 2.3.8. Recognition that the process can be complex for some.................................... 37 2.3.9. Highlight distinction between coverage and reception ...................................... 37 2.3.10. Clearer distinctions between impartial advice and selling............................. 37 2.3.11. Highlight availability of range of free to view reception options..................... 39 3. Summary of results and conclusions .............................................................................. 40 3.1. What are the range of consumer expectations in relation to 3 and 6 MUX coverage?............................................................................................................................ 40 3.2. What do consumers consider as implications for them of being predicted able to receive 3 MUX?................................................................................................................... 40 3.3. In the context of insights relating to the above research questions, what are the important considerations in providing appropriate 3/6 MUX messaging?........................... 41 4. Annex – PowerPoint slides presented at project debriefs .............................................. 42 i2 media research ltd., Goldsmiths, University of London. New Cross, London. SE14 6NW, UK tel: (+44/0) 20 7919 7884; fax: (+44/0) 20 7919 7873; email: [email protected] Registered in England. No. 4335734. VAT Registered in the UK: 813463150 © Ofcom 2009 Research report: consumer expectations in relation to 3/6 MUX DTT coverage Executive Summary 1. This paper reports a qualitative research study conducted by i2 media research, commissioned by Ofcom. 2. The research was conducted in January 2009 in the Selkirk switchover area using three focus groups on the issue of three and six multiplex coverage, with particular emphasis on communications. 3. The main findings are: a. The three and six multiplex coverage issue was not one of the main top-of-mind issues for participants in the wake of DSO, these were: i. Usability, including getting used to two remote controls, ii. Retuning, iii. Concerns about older people. 4. Many were aware of differences in available channels, and cited channels they could receive that others could not, and vice versa. But there was confusion in participants’ minds as to the reason why – and in general they did not distinguish between coverage and reception. 5. Participants’ reaction to a reduced number of channels was related to their motivation to receive other channels; older participants tended to be only interested in the main 5 channels. For this group, minimising cost was a greater concern than getting more channels. 6. Reaction was linked to the licence fee – generally participants had poor understanding of what the licence fee is and what it pays for. 7. There was very low awareness of Freesat and slightly more but still low awareness of Freesat from Sky as alternatives to digital terrestrial television (Freeview) that provides more free to view channels. 8. Participants felt they had received a lot of information about switchover through the letterbox, but had not read much of it1. Most reported that they tended to rely on informal sources of information for advice on switchover such as friends, family, and the local paper. Some expressed a preference for receiving more information by television. 9. Participants recognised that a large amount of information has been provided, and advice if needed. Some participants reported difficulty in distinguishing impartial advice from commercial communications and offers. 10. When the reasons for the differences in three and six multiplex coverage were explained in the focus groups, the participants tended to be more rather than less dissatisfied about the situation. 1 Note that recent quantitative research conducted by Digital UK in the West Country region identified that approximately 40% of respondents reported having read Digital UK's switchover information leaflet in detail. Digital UK is in the process of reviewing its advisory leaflets taking account of the results of the current research and extensive ongoing Digital UK research activities. i i2 media research ltd., Goldsmiths, University of London. New Cross, London. SE14 6NW, UK tel: (+44/0) 20 7919 7884; fax: (+44/0) 20 7919 7873; email: [email protected] Registered in England. No. 4335734. VAT Registered in the UK: 813463150 © Ofcom 2009 Research report: consumer expectations in relation to 3/6 MUX DTT coverage 1. Introduction This document reports the results of a research project conducted by i2 media research, for Ofcom, on technical aspects and consumer expectations in relation to 3 and 6 multiplex digital terrestrial television coverage. After digital television switchover in the UK, the main terrestrial television transmitters (then serving approximately 90% of the population) will transmit all 6 digital terrestrial television (DTT) multiplexes, 3 public service and 3 commercial multiplexes. The 6 multiplexes together provide viewers with over 40 (forty) Freeview television channels. The remaining 10% of the UK population are served by local relays for their terrestrial television signals. These relays will transmit only the 3 public service broadcasting (PSB) multiplexes, carrying around 17 (seventeen) of the most watched free to air television channels available on Freeview. There are two key factors restricting the coverage of the commercial multiplexes, one technical (the limited availability of frequencies on which the commercial multiplexes could be broadcast) the other commercial (it is a business decision for the operators of the commercial multiplexes to evaluate whether the cost of building a transmission network for the commercial multiplexes can be justified). Because approximately half of households in the Scottish Borders region are served by local relays rather than main transmitters, switchover there in November 2008 provided a useful environment for research to